Internal Measurement of Service Quality and Employees' Relation in Muslim Friendly Hotels

Nik Izzul Islam; Rasidah  Hamid; Mohd Hanafi  Azman Ong; Md. Mamun  Habib

doi:10.21834/ebpj.v7i21.3679

Authors

Nik Izzul Islam School of Tourism and Hospitality, Kolej MDIS Malaysia, 79200 Nusajaya, Johor, Malaysia.
Rasidah Hamid Faculty of Hotel and Tourism Management Universiti Teknologi MARA, 42300 Puncak Alam, Selangor Malaysia.
Mohd Hanafi Azman Ong Department of Statistics and Decision Sciences, Faculty of Computer and Mathematical Sciences, Universiti Teknologi MARA Cawangan Johor (Kampus Segamat) 85000 Segamat, Johor, Malaysia.
Md. Mamun Habib School of Business and Entrepreneurship (SBE) Independent University, Dhaka, Bangladesh.

DOI:

https://doi.org/10.21834/ebpj.v7i21.3679

Keywords:

Internal Measurement of Service Quality (INTQUAL), Employees' Relation, Service Performance, Muslim Friendly Hotels

Abstract

The increasing demand for Muslim-friendly products and services has led hoteliers in Malaysia to provide more Muslim-friendly hotel (MFHs) services to fulfill Muslim tourists' needs. However, previous studies have shown that there is still a lack of conformity between MFHs and their guests, which harms MFHs' service performance. It is essential to expand the discussion on improving service performance in MFHs. The data of 390 MFH employees in Kuala Lumpur and Selangor had been gathered quantitatively, and the data were analyzed using structural equation modeling and partial least squares analysis.

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